Universal credit: Live service

What is live service?

When UC started in April 2013, the IT system used was developed by private contractors. Following a programme ‘reset’, DWP decided to build their own digital IT system (now known as the full service system) that would run alongside the existing system. Areas using the original system are known as ‘live service areas’.

Live service areas continued to roll-out until April 2016 in order to test and learn processes and policy. From May 2016, live service areas were gradually changed into UC full service areas and all existing live service claimants in those areas were transferred to the full service system. No brand new claims to the live service have been possible since 1 January 2018. It is expected that all live service claimants will have been moved into the full service by Spring 2019.

Existing live service claimants

Our understanding is that most live service claimants should have been moved across to the UC full service shortly after it reached their postcode area. As UC full service finished roll-out in December 2018, all existing live service claimants should have moved across or be invited to do so shortly.

It is expected that all live service claimants will have been moved into the full service by Spring 2019 when the live service will be shut down completely. (See DWP Touchbase September 2018).

Live service contact details

Contact details for the live service are:

Telephone: 0800 328 9344
Monday to Friday, 9am to 4pm

Textphone: 0800 328 1344
Monday to Friday, 8am to 6pm

Welsh language (make a claim): 0800 012 1888
Welsh language (report changes): 0800 328 1744
Monday to Friday, 8am to 6pm

Last reviewed/updated 31 May 2018